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Automation to create issue and set Request type

Hey team

I am currently creating a ticket via automation, and want to set the request type so that it appears in the customer portal.

When selecting request type during the ticket creation event, I get the following warning:

Request type can't be edited here

You will need to use the "Edit request type" action instead.
How do you set the request type after the ticket is created?

2 answers

1 accepted

6 votes
Answer accepted
Alex Koxaras Community Leader Jan 10, 2022

Hi @Josh Olds 

You can change the request type within your initial rule by adding a branch. Try the following:

edit request type.png

I don't know what your trigger is, so keep that unchanged. Carefully create such an issue type, for which the specific request type exists. Otherwise this rule will fail.

I've tested it and works like a charm!

Hey @Josh Olds 

We have to use the another action for it. There is one new action introduced to Edit request type for JSM itself.

Like this:

Automation_edit_Request type.png



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